I was shopping for an item this week. I went into a store and walked to the section where this item is located. It is held in a glass container that has a lock on it.
I found a salesman in that area and approached him. When I asked him if he could open the cabinet for me, he gave me the "Don't bother me" vibe. You know what I am talking about? They make you feel like it is a big hassle to have to open the cabinet door for you.
To top off the amazing customer service experience he gave me, he also said that he had a couple of items he had to put back first before he could help me. Okay...so I stood there awkwardly waiting for him to do his "task" before he helped me. It caused me to feel unimportant and not a priority.
I don't think his manager has taught him proper costumer service skills. He should have been trained to always take care of the customer first before you take care of a task. The task can wait...the customer may not want to wait.
This is why I rarely go into this store unless I have an emergency item that I need to get. Customer service is such a big part of the average person's shopping experience.
People don't return because of your merchandise. They return because of how you make them feel.
The same could be said about the experience you give first-time guests at your church. If your guest doesn't have a good experience, I don't care how many times you call them, email them, text them or even show up on their door step. They are not going to return.
It is crucial that you consecrate on giving guests a great first experience. A big way you can do this is to always put people before tasks. If you are in the middle of a task and a person approaches you...drop the task and give your entire attention to the person and what they are asking from you.
Ministry is all about people. First and foremost. People are more important than any task you find yourself immersed in.
I had another incident that happened a couple of weeks ago at the church where I serve. We had a first-time guests family show up a little late after service had started. I took them to the classroom and was met at the door by one of our team members. Our team member let out a sigh and said "Pastor Dale, why are you bringing us more children. We don't have room for anyone else." She said this in front of the new family. The truth was we had plenty of space in the room and the ratio was fine as well.
I was so embarrassed for this family and will be having a conversation with this volunteer. People always come first and we never want people to feel like they are "bothering us" or causing us an inconvenience.
Yes..we have to keep good ratios and not jeopardize kids' safety. That being said, we also have to make guests feel welcomed and valued. For this to happen we have to put people before tasks.
Have you read my new book "Be Our Church Guest?" It is full of ideas that will help you see more of your guests returnf or a second visit. You can get it at this link.
